Geoff Mcgrath Email & Phone Number

Belfast, United Kingdom

HMS Business Support

Community Liason, Estate Management

Clerical Support for Homelessness Services Unit, Workload coordination, management support, spreadsheet and data correlation

Donaghadee

My photography is currently for personal enjoyment only.

Belfast, United Kingdom

TeleTech is a leading global business process outsourcing (BPO) company that provides a full range of front- to back-office outsourced solutions. Teletech perform all of the business critical support processes efficiently and effectively, letting clients remain focused on their core strategy, competition, and market agility.Duties and achievements-Performance Management, including Mentoring, Coaching & Development of teams towards 19 weekly and monthly KPI targets - therefore improving Customer Service Agents' productivity and staff Performance Improvement Plans. This also included motivating staff to achieve maximum bonuses and thus also improve their lives outside of work.-Partnering with the Quality department to ensure the consistent achievement of company and client quality goals with regular assessments and feedback to staff to assist them to achieve high levels of customers' satisfaction.-Absentee Management and Disciplinary Management for 25 staff.-Weekly team 'buzz' sessions.-Client Quality Assurance calibration meetings to ensure consistent processes.-CSAT (Customer Satisfaction surveys, investigations and follow up.)-Analysis of all team and campaign performance metrics including: MBR (Monthly Business Review) & QBR (Quarterly Business Review) for senior management and client.-Dealing with internal and external stakeholders.-Weekly Business Report for the client.-Duty Manager responsible for up to 300 staff.-Working closely with Real Time Management Hub (Belfast & Philipines) to maximise revenue streams and ensure compliance with all Client Targets, SLA's and KPI's.-Working closely with Forecasting Team (Belfast & South Africa) to ensure adequate coverage across campaign.-Working closely with the Client and other team managers to restructure Quality Assurance Policy. This involved implementation of Change Management procedures and assisting staff during transitions. -Beta testing of new procedures and processes.

Liasing with branches within the Northern Bank / National Irish Bank Group, providing branch support.▪ Archive Retrieval▪ Provision of Data to local branches▪ Data Input and administrative duties▪ Mail Sorting▪ Accessing customer accounts and▪ Foreign Currency exchange

Belfast International Airport

It was General Manager Rob Baker who gave me my first role with management responsibility in this role. I loved this role as customer care has always been a passion of mine.• Customer Care Manager with first point-of-contact with customers• Resolution of customer concerns• Administration• Customer Satisfaction• Staff supervision (Cleaning, Catering and Restaurant staff)• Staff scheduling• Working with Event Manger to ensure quality of service and high customer satisfaction• Use of POS systems, Opera (check-in & check-out) and Micros (Hospitality)• Cash handling

Sales Executive, New and used cars• Purchasing and Invoicing (using E-Financials)• Order tracking• Sales/Aftercare in 2 top-performing Peugeot Dealerships.• Cash handling• Developing new leads• Canvassing previous clients• Finance Agreement Processing• Administration

Hnd, Photography

HND Level 5 Diploma in Photography

Level 3 Certificate, Level 3 Certificate In Housing Practice

CIH Level 3 Certificate in Housing Practice

Ilm Level 5 Diploma In Management, Management

ILM Level 5 Diploma in Management

Level 2, Award In Understanding Stewarding

Level 2 Certificate in Stewarding

Ilm Level 3 Certificate, First Line Management

Diploma, Biblical Studies

Biblical Studies Linguistic Analysis Cultural Anthropology

O Levels

GCE Level

Intermediate Level, Excel

I identified during my yearly evaluation that I could benefit from additional training in Excel given the fact that I had developed.

Level 2, Good Relations & Civil Leadership

BRIC Programme (Building Relationships in Communities)

Level 1 & 2, Working With Contentious Cultural Issues

BRIC Programme (Building Relationships in Communities)

White Belt, Step Six Sigma

Certificate, Supervisory Studies